That’s according to an internal memo obtained by Vice, which states that GameStop will not accept returns for open copies of the game, which is standard policy for most games retailers.
The memo reportedly instructs GameStop employees to direct customers seeking refunds for their console copies of Cyberpunk 2077 to contact CD Projekt Red directly.
The memo reads:
CDP will issue a patch on 12/21 that should be a major fix to address customers’ concerns about Cyberpunk 2077. If customers are still unhappy and want to return their product, they should be directed to send an email to: firstname.lastname@example.org for reimbursement directions and refunds issued directly from CDP. The complete CDP message to Cyberpunk customers can be found here: https://en.cdprojektred.com/news/important-update/
This led to a statement from CD Projekt Red on Monday pledging to improve the overall experience via future updates and that customers not wanting to keep the game could opt for a refund – something it would help them with if they were having difficulties getting.
Reports emerged over the weekend that some players unhappy with the product had managed to claim PS4 refunds on the basis that the game was faulty in its current state, although others said they were unsuccessful in their attempts to get their money back after starting to play the title.
Multiple users have since reported being denied refund requests by PlayStation and Xbox. In some cases, where users have begun playing the game, PlayStation support representatives have advised that they wait for planned title updates designed to resolve various Cyberpunk 2077 issues.
CD Projekt addressed the subject of refunds during a conference call focused on the troubled launch of Cyberpunk 2077.
“One has to understand, Microsoft and Sony, for every product that is released digitally on Microsoft or Sony storefronts, have refund policies,” he said. “I mean, despite various articles that have shown up [stating] that things are being [changed] just for us, it’s actually not true. These policies are in place and have always been in place and are not opened up specifically for us.
Sony introduced a new PlayStation Store refund policy last year which gives users 14 days to cancel PS4 digital purchases. The terms cover pre-ordered content, as well as released games and DLC that players have not yet started to download or stream.
In cases where the user has started to download or stream purchased content, Sony says they are not eligible for a refund unless the content is “faulty”.
This content was originally published here.